Interactive Intelligence integrates Oracle cloud
Telephony and CRM features designed to improve service levels
IP communications provider Interactive Intelligence Group today announced it is developing an integration solution between its comms software suite, Customer Interaction Center (CIC), and Oracle Sales and Marketing Cloud Service.
"We're developing our integration to help customers offer more personalised service, while increasing productivity by making it faster and easier for employees to access caller information," said Shaheen Haque, territory manager, Middle East & Turkey at Interactive Intelligence.
The integration will offer screen-pop functionality, which will access the Oracle Sales and Marketing Cloud Service interface pre-filled with customer data simultaneous with a call. The interface will also be embedded with CIC's call-control features, such as transfer, hold, conference, disconnect, and a "click-to-call" function.
In addition, the Oracle Sales and Marketing Cloud Service interface will store all inbound and outbound call details, such as call source, length of call, and any added comments about the contact.
The integration will be offered via premises-based, managed services, or cloud delivery model.